User Guide

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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Skill Group Reports
Mobile Agent Phone Number
For a mobile agent (an agent working remotely), the current phone number.
Derived from: Agent_Real_Time.RemotePhoneNumber
Duration In Current State
The time spent in the current agent state in HH:MM:SS (hours, minutes, seconds)
for
mat.
Derived from: (Controller_Time.NowTime -
Agent_Skill_Group_Real_Time.DateTimeLastStateChange)
Reason Code
A code received from the peripheral that indicates the reason for the agent's last state
change. If not defined, this displays 0.
Note • The agent's CTIOS desk settings and CTIOS registry settings need to be configured to
display the reason code. You can do this in the ICM Configuration Manager's Agent Desk
Settings List tool.
• You must enable reason code reporting by selecting the "agent event detail" check box
in the ICM Configuration Manager's PG Explorer. For more information, see About Not
Ready Reason Codes.
Derived from: Agent_Real_Time.ReasonCode
*Supv Assist Reqstd
Whether or not the agent requested supervisor assistance:
– No
– Yes
Derived from: Agent_Real_Time.RequestedSupervisorAssist
Direction
The direction of active task:
– In (inbound task - non voice tasks are always inbound)
– Out (outgoing external task)
– Other (outgoing or incoming internal task)
– Not Applicable (if the logged in agent is not active in the skill group)
Derived from: Agent_Real_Time.Direction
*Destination
The type of outbound call on which the agent is cu
rrently working:
None (Not Applicable)
– ACD
– Direct
– Auto out
– Reserve
– Preview
Derived from: Agent_Real_Time.Destination